CousinsUK Recensioni 

Hi Sam,I hope you can give me a quick reply to the most frustrating experience I am having with you guys.

I ordered a clock pulley B013.00250, it was the wrong one…..my fault

I sent it back to you guys three weeks ago with a short letter skiing if you would supply the correct part. I also sent the broken part so that some helpful sole could match it up.
Didn’t receive answer so I sent an enquiry. Your ticket 32720. I received a generic reply from Beth that did not answer my question.
I sent another enquiry……. no reply.🙄
Like many others on here, I have spent goodness knows how long going around and around your, on the face of it, impressive website. As you must well know Sam, the frustration is that your customers are unable to ask a question. If you disagree with that then try it yourself.
Look, all I’m after is a replacement part or an email or telephone call that I can reply to if you do not understand what I am asking.
Your system obviously works for you, I understand that but all your punters with a query get is to get locked in a system from which there is no way out.
I have tried your reply options but your system cannot recognise your own part number so any queries just get rejected.
My number should you or Beth wish to get in touch is 07788443454. You have my emails address 👍
Ken Yates

Tried to buy compatible and correct vacuum pump oil. Had to firstly find out how to communicate with them..you can NOT phone, email them directly. You have to somehow find in their website a place to communicate...it's not easy to find..when you do get an answer to an honest question, you get a flippant, arrogant response saying
it's in their website pages.. but unless you know the exact wording which They have used, you can't find it easily at all.
When I eventually got a response from Cousins, there was no apology, no customer empathy, no anything...just arrogant attitude claiming he did not understand what the problem was.
So had to go to Arbe USA the machine manufacturer to clarify which replacement oil was correct for the vacuum machine.
It turns out that the product Cousins were selling (Bambi oil) is not compatible for the Arbe vacuum pump which Cousins sell.
Again no apology or anything helpful from Cousins just that they couldn't resource a correct viscosity oil, and I was left high and dry, they said to try and get a correct oil Online or from a hardware store...
Customer service useless.
Without Customers they have no business, was pointed out but no response given, let alone understood.
Trouble is they at the moment are a sole supplier to the UK for the USA vaccum machines. Market Monopoly rules so they seem to think....

Je modifie mon avis : j'ai acheté une pièce pour un calibre d'horlogerie (Seiko), j'ai reçu mon colis sans soucis, emballage impeccable et la pièce en question est impeccable.
Je retire une étoile pour l'impossibilité de vous joindre par mail, afin d'obtenir des informations complémentaires sur les produits (voir ci-dessous). Bref, expérience positive, merci.
is not possible to contact directly you by mail address. I need information about an item :
The item (DATE DISK GUARD SCREW
012.354) is no longer available to order in your site, because this item is no longer being produced by the manufacturer.
Could you please recommend me an other similar item compatible with the 4R36 calibre ?
Please can you answer me ?

Unfortunately I would advise you to avoid this scamming company who sell faulty items and won't pay for the return postage nor will they refund there selling faulty items avoid

Je suis très déçu de la société CousinsUK je suis réparateur de montres
J'ai commandé des pièces de montres et payé ma commande avec ma carte bleue la commande à été confirmé par Email avec un numéro de commande.
Je n'ai jamais reçu ma commande et cette société ne dispose pas de numéro de téléphone ou d'un e-mail permettant de les joindre.
Il y a une gestion prévue via le compte internet mais j'ai perdu mon identifiant et mon numéro de compte et il est impossible de la récupérer
Aucune solution pour le suivis de mon colis payé n'est prévu !
Ou est mon colis ? A t'il été envoyé perdu ? impossible de le savoir !
Je ne conseille pas de commander chez cette société pourtant très connue surtout en UK
Vous n'êtes pas sur de recevoir les pièces que vous avez payés c'est à vos risques si le colis est perdu !
C'est un grand danger pour vous

We have used Cousins for many years and are very happy with their service. Every company gets IT glitches & carrier problems in the modern world. Don't measure glitches, but how they're handled. Tiny number of problems we've had have been swiftly, politely, even generously fixed. Things can always be improved, but we find them the best. We use them all the time, and we recommend them. Great firm.

The product did not perform the task it was said to be able to do on their website.
When I sent in photos and described the problem and asked for a refund I got refused because they said nobody else had complained.
I would want the company to check the quality of this product and apply accurate descriptions.

Beware of what you purchase from Cousins UK. You cannot return most items as they hide behind a "specialised item so we cannot accept returns" policy.

This is despite there being NO mention of an item being "special" on the product page. Any other website, B2B or otherwise will mention if an item is returnable or not.

The super special item that I wanted to return? A watch glass.

What can I say that hasn’t already been said by others here and on various watch forums - if only I’d seen before placing an order with these crooks.

My story goes - Placed an order with 48 hour delivery for a screwdriver I needed whilst back in the UK for a short period.

2 weeks later nothing had arrived so I messaged them (they refuse to issue a contact number or email address which immediately raised alarm bells…).

Rather than an apology they immediately and arrogantly tell me to read the T&Cs and basically it’s not their fault and I need to make a claim with Royal Mail….now I’m no expert but surely failure to deliver goods purchased online should sit with the retailer and not the customer?! Even if it doesn’t any decent retailer would look after their customer and do the right thing.

Royal Mail have told me they’ve never received a parcel from them so not their issue…..so I’m now out of pocket.

We’re talking about an £18 screwdriver here, small fry that they could have easily rectified for me but instead they choose to treat me with absolute contempt.

Without shadow of a doubt the worst company I’ve ever come across online - for what it’s worth I’ll pursue a refund with my CC company as no point arguing with clueless stupidity.

I really hope one day someone takes these con artists to task and teaches them a lesson.

REPLY TO BELOW
Sam - As you very well know that date has been and gone and I’ve spoken with Royal Mail who say I can’t put a claim in as they never received a parcel.

If only you put as much effort into keeping your customers happy as you did defending your arrogance you’d be in a much better situation don’t you think?!

Still no offer of a refund or a replacement!

YOU’VE BEEN WARNED EVERYONE.

As an independent jewellery designer, Cousins have been one of my go-to suppliers for years now. I've bought machinery costing thousands, to hundreds of small polishing bits costing pennies. Cousins have delivered every time. Their website is easy to navigate and I always receive what I order. Their returns policy is clear (if you make a mistake with ordering an item they won't take it back), so make sure you know what you're buying. Not difficult. As their target clientele is the makers' trade, and speaking from experience, buying something by mistake isn't a problem as there will always be a use for it down the line. Additionally, when I've received anything which has been defective through manufacture (only happened one or twice in the many years I've been using Cousins), they've refunded my money with no problem. Prices are very reasonable and for jewellery supplies, more often than not, are cheaper than their competitors.

Cousins are a specialist trade supplier so my advice for anybody that's not in the trade, speak to someone that is who can help you with ordering. It's very standard for trade suppliers to not be able to advise you on your purchase due to liability. Nothing new.

I've been using Cousins for years and will continue to do so for many years to come. Would give more than 5-stars if possible. Cheers Cousins!

I have had many deliveries from Cousins and every one of them has been faultless. All items in stock and fast delivery. I had a small problem with an escape wheel on one order which was sorted quickly and personally with excellent comms. I am a very happy repeat customer.

Had my first order with CousinsUK. Yes, the website isn't super friendly but it's functional and works. Please remember they are a parts wholesaler (business to business).
Be glad you can find watch parts that's almost impossible to get.
My order went without a hitch and shipping was surprisingly fast from UK to California. They packaged extremely well, double boxed with tons of foam peanuts in between. A pleasant surprise, so much better than Amazon packaging. Items are priced very reasonably and huge inventory of watch parts.
They have earned a loyal customer. Thank you, CousinsUK.

I've used cousins UK 4 times no for parts and equipment and I can't seem to fail them. They have a catalogue of parts and excellent equipment for sale. I've purchased both and have never had a problem with price or delivery. Recently I purchased a clutch wheel for my grandfathers watch a ST1686 movement, which they had in stock which was sent out, in great packaging and arrived within 2 days. A great watch parts company in the UK, I would highly recommend their parts library for anything you may be looking for.

Once again,package was delivered as ordered, at a great price, very quickly. Kudos to Cousinsuk.

Twice I've placed orders and waited, and waited, and nothing was delivered, only to find that the order was canceled by Cousins. The same thing happened the second time. Both times I had to call my bank to find that Cousons canceled the transactions. Not an email to say the order had been cancelled or why.

This whole sorry outfit is a scam! They cant be contacted and make such a show of their great service but in reality, theyre complete scammers.

Been trading with Cousins for a number of years through HLN Supplies. Always get a great service. Recently placed a large order, was kept in the loop all the way and arrived ahead of schedule.
Most people who complain on here don't know how to use their accounts properly, so take their comments with a big pinch of salt.

I live in France and the things I have ordered have come within a few days and every product has been as new condition . first class service

Received order promptly. All items received but only 1 length of solder not 8. Notified Cousins in the evening and received a reply and resolution before leaving for work in the morning, hence 5 stars.
Update. Remaining solder received.

Please answer : when you order something (accidentally) it says on your webpage there is no canceling the order but in the e-mail says when you don’t pay we will not shipp the product. Are you going to shipp it even if someone did not pay it yet? Or you are sending the Order after you recive the payment and then is not possibility to cancel it? Please answer i don’t know what to do, i can’t reach the Costumer Service.

Ridiculous company.
It seems it is not possible to contact customer service.
I created an account but still cannot get support because I did not placed orders within the last 12 months and I do not have a trading history with the company.
If you do not want my money I will go somewhere else. Simple.